SurveyMonkey launches Customer Experience platform GetFeedback

SurveyMonkey, survey and market research software provider, has launched its new customer experience (CX) solution, the GetFeedback platform.

GetFeedback fills a market gap by helping enterprise customers deploy the solution quickly and easily. Customers can collect critical feedback across all digital channels and bring in operational data from Salesforce, all in one platform.

The platform harnesses the combined power of GetFeedback and Usabilla, which were acquired by SurveyMonkey in 2019. Using GetFeedback, organizations can now seamlessly leverage their customer and operational data, and power automated actions that improve the overall customer experience.

With a new look and feel from the previous GetFeedback and Usabilla solutions, the updated combined platform features include:

  • Cohesive User Experience: A cohesive user experience for customers to manage programs across any digital channel.
  • Workspaces: New analytics experience to bring feedback from any channel together, which also includes AI-powered text analysis and the power to segment by varying customer attributes.
  • AX Platform: Through the GetFeedback Agile Experience Platform, users can unify CX data and customer attributes in one place, automate CX programs, and integrate with the other apps they already use to get work done, like Salesforce, Microsoft, Slack, and Jira. SurveyMonkey continues to invest in scaling its enterprise offerings and investing in integrations with customers’ systems of record.

A 360-degree view of the customer has become even more important for customer retention during the COVID-19 pandemic—and company leaders are taking note. SurveyMonkey research launched last week revealed that 89% of surveyed C-level executives say that they are extremely invested in CX, and 51% of executives say that bringing together CX and operational data is a top challenge they face with their CX initiatives. In addition, 43% said that their companies have accelerated their digital transformation efforts, while 68% have added additional customer touchpoints as a result of the pandemic.

Check also our review of SurveyMonkey software here.

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